Leading a team of Technical Support Engineers, providing technical support to business clients of a payment gateway, specialized in API Integration support, analysis and solution expertise.

Supporting business clients of a payment gateway.API Integration support, analysis and solution expertise.

Working within 3 projects for major companies in their sectors: - A mobile gaming company with 4 launched top selling and most downloaded titles on the Google Play Store and App Store. I was responsible for communicating with customers from EMEA, APAC, NA for two of those titles as well as providing top tier support for the merchandise store (NA, UK only). Other responsibilities included writing guides for players and internal ones for colleagues, automating support processes, manual testing of upcoming patches to the games and manual testing of the BETA stage merchandise store. Main communication was emails and live chat. - An electronics and fitness company. Products include various hardware such as wrist-worn fitness trackers, smart watches, smart weight scales, mobile apps for Android, iOS and a web app. I was responsible for providing support for these products to EMEA customers via phone, email and live chat. Usual support cases included hardware maintenance, technical support and order management for the online stores that sold the products. - An internet company, providing payment services worldwide for Android devices. Mobile applications for payments, cloud storage services, streaming services for movies and music. I was tasked to provide technical support to other colleagues, which communicated with customers. POC for all product related outages and issues. POC for all product and process related trainings. Tasks also included: - Writing, updating KBs for customers and other support agents; - Writing guides, creating training processes for direct colleagues and reports; - Automating already created processes for support agents;- Automating processes for reporting analysts and managers to see KPI progress;- Reporting on various different tasks for improving QA, SLA, CSAT indexes;- Local storage management;- Working with proprietary hardware and software for Linux-based specialized distros, managing all related device issues.